FAQ
I would like access to the eShop, how do I create an account?
Customers can register by completing the registration form here: Click Here or call customer service at 1-800-437-7388 Monday – Friday 7:30 AM - 6:00 PM EST.
I've forgotten the password to my account. What can I do?
Click Here to request a password reset online
Can I place my order over the phone or by email?
A: Yes, customers can place an order for parts or consumables over the phone at 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST or Email HUS.Consumables@heidelberg.com for Consumables, or HUS.Parts@heidelberg.com (Processing Fee of $10 May Apply on orders less than $500).
Can I make changes to my order after it has been submitted?
Customers can make changes to their order after the order has been submitted. Changes must be made no later than 3:30 PM EST the same day the order was submitted. Please call customer service at 1- 800-437-7388 Monday – Friday 7:30 AM - 6:00 PM EST to process any changes.
When will my credit card be charged?
Upon order submission there will be a hold on the credit card in the amount of the purchase, but charges will not post until your order ships.
Which payment methods do you accept?
We accept AMEX, Master Card, Visa, Discover. Customers may also apply for credit terms by contacting customer service at 1-800-437-7388.
When will I receive my order?
Orders are processed immediately and will ship the same day if orders are received before 3:30PM EST. Customers will be notified via email of any order delivery exceptions.
How can I check my order status?
Customers will receive an email with their order confirmation when the order is placed. Tracking information is emailed to the customer when the order ships from the warehouse; However, tracking information may not be available on orders that are drop shipped. Customer’s may also call customer service at 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST to confirm tracking on an order.
How do I obtain tax exemption for my organization?
Customer’s eligible for a State Exemption should send the company’s certificate to eShop.us@heidelberg.com. Once we receive the State Exemption forms, the changes will be made in our systems in 1-2 Business Days.
Why am I being charged tax online when my organization has successfully filed for tax exemption?
Usually this means that we have not received your tax exemption form. Please call customer service at 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST or email us HUS.Consumables@heidelberg.com to resolve any tax exemption issues.
How are shipping costs calculated?
All orders of $1,500 or more qualify for free shipping. For orders under $1,500, shipping costs are determined by weight and shipping method.
Where can I ship my order?
Orders can be shipped to any address the customer specifies, but the customer must call customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST to request delivery to an address that is different than the customer’s preferred shipping method.
How do I initiate a return?
Customers needing to return a product for any reason must call customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST to start the return process. Click Here to review Heidelberg’s Return Policy.
What should I do if my order arrives damaged or is defective?
If you have received a damaged order, call customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST for resolution.
How do I find information on past orders?
To review order history, you must login to your account, then select “My Orders”.
How do I access/create my company's preferred product shopping list(s)?
A Heidelberg customer service specialist can assist you in creating a customized shopping list for your online account. Call Customer Service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST.
If you already have an established shopping list, you must login to your account, select “My Dashboard” then select “Shopping Lists” or click “My 3Lists” from the left menu.
Can multiple users at one company and still have access to all shopping list?
The Heidelberg eShop is company specific, so no matter which user is logged into the eShop, the user will have access to the company’s order history and shopping lists.
What holidays are Heidelberg closed for business and not shipping products?
Shipping could be delayed for the following Holidays:January 1st – New Year’s Day, July 4th – Independence Day, November 25th – Thanksgiving, December 25th – Christmas Day
Do you provide technical support on machines?
Heidelberg does offer technical support. Call 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST, Option 2 for Technical Support or inquiries can be made by emailing info@heidelberg.com.
How can I search for the right product in the online shop?
Use the Search feature in our online shop to search by product name, description or part number Should you not find what you are looking for, you may also contact customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM EST, to assist with ordering products.
Can anyone at my company place an order in my account?
Customers using the eShop will have a specific username and password. If you need additional users added to your company’s account, you can make that request Here
How do I add/remove equipment from my online account?
Customers can add/remove equipment from their account by submitting a request , or by calling customer service at 1-800-437-7388 Monday-Friday 7:30am-6pm EST.
Which devices are supported by the eShop?
Smart phones, tablets and computers are supported by our eShop platform.
How do I order parts?
Many parts can be found in the eShop. You can search for parts using the eShop search engine. If you cannot locate the part, you can request a quote or order using the Spare Parts form located Here or contact customer service 1- 800-437-7388 Monday – Friday 7:30AM-6:00PM, Option 1, for Parts.